Late Payment Issue

About the Case

Ruby Lawson, a web designer in Nashville, is visiting the insurance office to discuss a late payment issue on her renter’s insurance policy. Due to unexpected expenses from a freelance project, Ruby was unable to make the payment on time and wants to prevent policy cancellation.

As the insurance representative, you need to address Ruby’s concerns about late fees, explain the potential impact on her coverage, and explore flexible payment options to help her manage future payments. Your goal is to ensure Ruby’s policy remains active while offering solutions that fit her financial situation.

Learning Objectives:

Understanding and sharing others’ feelings to build strong connections
Engaging attentively with speakers to improve understanding and response
Clearly communicating implications of late payment on policy coverage
Handling sensitive situations with tact and respect to maintain positive relationships
Developing and applying effective solutions to address and resolve issues

Skills Assessed

Empathy
Active Listening
Clarity
Diplomacy
Problem-Solving

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With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Late Payment Issue

Character’s Role

Customer

User’s Role

Insurance Representative

Scenario Location

Insurance office

Customize Your Case
No technical knowledge required.